After all, no one’s going to be explaining Chaos Theory at one of these things, and if you try to, eyes will glaze over. Work on your tone of voice. It starts with self-awareness. What is yours now? Likely high, anxious and you talk too fast, or clam up completely, or combine it, blurting something out then freezing up. On this fact-finding mission, listen to someone who does this well. How do you know they do it well? You enjoy being around them and so does everyone else.

7.Spontaneous.

Once you’ve memorized and practiced, you must move o to “spontaneous.” If not you’re stuck. Get some coaching.

8.It’s called “small talk” because it’s small talk.

Don’t get into any length discussions of anything important unless you get in a two-in-two with someone who’s equally interested. Small talk means something not important and not controversial. Available topics are day-to-day things that are right in front of you, such as “Where did you get that pin?” “Do you like it when it’s cold like this,” How was you day?” and “What are your plans for …?”

9.Don’t take it personally.

You can only rise to level of your co-conversationalist, and you need to keep in mind there are people at all levels. None of tips – small talk, open-ended questions, a lilt in your voice – will work with someone who’s clueless. It’s not always about you.

10.Keep at it.

We tend to forget that we learned much harder things in life – how to walk, how to talk, how to keyboard, and how to parent.

11.Learn Optimism, an EQ competency.

It’s particularly helpful in “performance” situations, and that’s what a networking event is. Anticipate best, be curious and expectant. Why? Well, why not?

Make sure that callers don’t have to repeat themselves. Someone who has explained a problem three times to three different people hangs up angry, whether or not problem is solved.

All Time

Create a positive image to attract business. Remember that squirrels are just rats with good publicity.

Display compassion for people who are upset. People who don’t think you care won’t value your solution.

Be very clear when you explain a process. When customers don’t know what you’re talking about, they assume you don’t either.

Do what you say you’re going to do. When you don’t follow through, people don’t think you have forgotten. They think you don’t care.

Know when to bring in someone else. When it becomes clear that customer thinks you are problem, set your ego aside and send in a fresh face.

Establish a simple, easy-to-implement, customer service plan. When something is really complicated, it’s hard to tell if it’s working.

Well, I think customer service will survive—and I feel better now that I’ve written this article—but it’s important that we help nurse that ailing customer service to a full recovery, ensuring a healthy prognosis for today’s businesses. The companies that attract and keep best customers are usually most effective at managing expectations and emotions. Successful companies train their people to anticipate customer needs and to solve problems before customer knows they exist. But before you can do any of this, you have to start with basics. If you really want customers, set customer service goals. Remember, if you don’t know where you’re going, any road will take you there.

Garrison Wynn is a nationally known speaker, trainer, and coach. He is President and founder of Wynn Solutions, specializing in The Truth about Success. www.wynnsolutions.com